Perceived onboard passengers' experience

Flight attendants' point of view

Journal article (2021)

Authors

Golnoosh Torkashvand Florida Institute of Technology
Lucas Stephane Florida Institute of Technology
P. Vink Materials and Manufacturing - IDE
Research Group
Materials and Manufacturing (IDE) (TU Delft)
Copyright: © 2021 G. Torkashvand, L. Stephane, P. Vink
DOI: https://doi.org/10.3233/WOR-208021
Participatory design Passenger experience Activities Passenger satisfaction Cabin design Flight attendant
More Info
expand_more

Published Date

2021

Language

English

Reuse Rights

Other than for strictly personal use, it is not permitted to download, forward or distribute the text or part of it, without the consent of the author(s) and/or copyright holder(s), unless the work is under an open content license such as Creative Commons.

Faculty

Industrial Design Engineering

Department

Sustainable Design Engineering

Research Group

Materials and Manufacturing

Abstract

BACKGROUND: Cabin research is mostly based on passenger reports. However, it is also important to consider the perceptions of flight attendants as onboard service providers, since they can convey a complementary view shedding light on important aspects related to passenger experience. OBJECTIVE: This study seeks to analyze flight-attendants' perception regarding passengers' inflight activities and experience. METHODS: Twenty-eight flight attendants were interviewed on more than twenty-three inflight activities that were extracted from a brainstorming session. A survey was designed based on these activities and was distributed to flight attendants. RESULTS: Overall, flight attendants perceived the activities 'resting/relaxing', 'sleeping' and 'using the restroom' for comfort as the most important activities to passengers, while activities 'talking to neighbors' and 'thinking and observing' were the least important ones. Interesting was the fact that flight attendants scored satisfaction of some activities higher then passengers. CONCLUSIONS: Flight attendants had a similar idea on importance of activities of passengers, but they valued some activities as more satisfactory.